General Softphone: Login problems

From DocWiki

(Difference between revisions)
Jump to: navigation, search
m (1 revision)
m (Bot: Adding {{Template:Required Metadata}})
 
Line 1: Line 1:
 +
{{Template:Required Metadata}}
== Login problems ==
== Login problems ==

Latest revision as of 17:45, 18 December 2009

Login problems

Problem Summary
Note Note: This behavior may be sporadic between system restarts.
  1. The softphone starts correctly but when I attempt to login (that is, click the Login button, enter login information, and click OK), nothing happens. None of the buttons are enabled. In the status bar, the Extension, Instrument, Agent ID, and Agent Status fields are blank and the rightmost fields display Disconnected and Offline.
  2. The softphone starts correctly but when I attempt to login (that is, click the Login button, enter login information, and press OK), none of the buttons are enabled. In the status bar, the Extension, Instrument, Agent ID, and Agent Status fields are filled in correctly, the rightmost field says Online, and the field next to it displays the server with which the softphone is connected.
  3. The softphone starts correctly but when I attempt to login (that is, click the Login button, enter login information, and press OK), the softphone displays a message box that says: System is offline. Login will be queued until system is back online. When I look on the PG and on the CTI OS server, I can see that everything in the system is online.
  4. Duplicate Login: The softphone starts correctly but when I attempt to login (that is, click the Login button, enter login information, and press OK), the softphone displays a message box that says: Agent with ID <xx> is already logged in. To use Agent ID <xx> please logout first or contact an Administrator for help.
  5. (Spectrum specific): When attempting a login (that is, click the Login button, enter login information, and click OK), the phone appears to freeze. All buttons are disabled and no error message displays indicating failure.
  6. When logging in via the CTI OS Agent or Supervisor Desktop, the Login request fails with the "Invalid AgentID" or "Invalid Login Name" error (for IPCC only).
Error Message None.
Possible Cause
  1. This symptom is caused by the softphone's inability to connect to the CTI OS Server(s) specified in the connection profile chosen from the Connect to drop-down list in the login dialog. This is due to an incorrectly configured or unreachable CTI OS server in the connection profile.
  2. This symptom is most likely caused by an incorrect configuration of the Peripheral ID or Peripheral Type during server install.
  3. This symptom is most likely caused by an incorrect configuration of the Peripheral ID or Peripheral Type during server install.
  4. This error message indicates that the Agent with this ID is already logged into a session and the CTI OS system has been configured to prevent duplicate logins to the same AgentID. The other active session must logout this agent first. If you do not want this preventive mechanism, then set the following registry key to 0:
    HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \CTIOS_<InstanceName>\ ctios1\EnterpriseDesktopSettings\All Desktops\Login\ConnectionProfiles\Name\<YourConnectionProfileName>\RejectIfAlreadyLoggedIn
    Note Note: In the default Installation, this key is disabled and therefore will not prevent duplicate logins
  5. On Spectrum, Login parameters required from the user are AgentID, AgentInstrument (which corresponds to the extension that the Agent can be reached at) and the PositionID (indication of the physical device). If the AgentID and PositionID entered are correct, but the AgentInstrument entered is invalid it causes the phone to freeze. Restart the softphone and re-enter the Login information correctly and try again. A message displays indicating that the agent is already logged in (this is expected) but otherwise, the Login will have completed normally. The registry key:
    HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \CTIOS_<InstanceName>\ ctios1\EnterpriseDesktopSettings\All Desktops\ Login \ConnectionProfiles\Name\<YourConnectionProfileName>\LoginTimeout 
    can be set to a timeout interval appropriate for your Spectrum configuration and this will pop up an error dialog that will allow you to retry the login after the specified interval. This way you can avoid restarting the softphone. Make sure that the following registry key is disabled (set to 0) at the same time:
    HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \CTIOS_<InstanceName>\ctios\EnterpriseDesktopSettings\All Desktops \Login\ConnectionProfiles\Name\<YourConnectionProfileName>\RejectIfAlreadyLoggedIn
  6. If this is not user error or a typo, you may be trying to Login with AgentID when your desktop has been configured to login by LoginName or vice-versa (depending on the error message). Check the Login dialog and make sure you are entering the appropriate argument in the first edit field. As of CTI OS 7.x, support for Login by Login Name (instead of AgentID) is available only for IPCC Enterprise. While installing CTI OS 7.x (or upgrading to it) there is an option on screen where the peripheral type is selected where the user can pick the Login style for the CTI OS Agent/Supervisor desktop. The default preserves the "old" way of logging in by AgentID. This setting does not limit a custom application which can send a login request with either option
Recommended Action See the tips listed under Incorrect Configuration for more information on how to resolve this problem.
Release Release 7.5(x)
Associated CDETS # None.

Rating: 0.0/5 (0 votes cast)

Personal tools